About the Role
The Product Manager is responsible for defining and delivering Guest 360 capabilities, focusing on journey orchestration, customer data activation, and omnichannel personalization. This role owns the product lifecycle, driving strategy, roadmap, and execution to enable real-time, data-driven customer experiences across all touchpoints.
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Accountabilities
- Define and deliver the Guest 360 product strategy, roadmap, and priorities
- Own journey orchestration capabilities across platforms (e.g., Adobe Journey Optimizer or similar)
- Design and optimize omnichannel customer journeys (segmentation, triggers, decisioning, personalization)
- Translate customer data (CRM, booking, loyalty) into actionable use cases and activation strategies
- Partner with cross-functional teams (data, engineering, CX, marketing) to ensure end-to-end delivery and integration
- Drive data-driven decision making, leveraging analytics and insights to improve engagement and conversion
- Collaborate with other Product Managers to ensure alignment across Guest 360 and adjacent platforms
- Identify and prioritize new use cases, capabilities, and innovation opportunities
Qualifications
Education & Experience
- 7+ years of experience in Product Management (digital/data platforms)
- Strong experience with journey orchestration platforms (Adobe Journey Optimizer, Adobe Campaign, FirstHive, Braze, etc.)
- Solid understanding of Customer 360 / CDP, personalization, and omnichannel engagement
- Hands-on experience working with customer data sets (CRM, booking, loyalty)
- Proven track record in product lifecycle management, roadmap ownership, and prioritization
- Strong stakeholder management, communication, and presentation skills
- Adobe ecosystem experience (AEP, Adobe Analytics, AEM, Adobe CX) is nice to have
- Exposure to AI-enabled use cases (LLMs, NLP, personalization engines) is nice to have
- Airline or travel industry experience is preferable
Additional Information
Division: Digital Technology & Innovation Division
